Information Center Represenetative

Answering phones from patients professionally and responding to customer inquiries and complaints 

Handling and resolving patients complaints regarding services problems.

Identifying, escalating priority issues and reporting to the high-level management.

Following up complicated patients calls where required.

Completing call notes and call reports as necessary and updating them in the CRM.

Recording details of comments, inquiries, complaints, and actions taken.

Identify patients’ needs, clarify information, research every issue and provide solutions and/or alternatives.

Accepts and completes assignments in different areas as directed by the Coordinator and/or Information Center Manager.

Performs patients communication functions and activities according to the Patients Communication guidelines, policies and procedures.

Performs appointment functions and activities according to the appointment guidelines, policies and procedures.

Handles and files patient information; documents appropriately and in confidential manner.

Notifies patients of their scheduled appointments, as requested and/or required.

Keeping  track of under booked clinics and handling the topping-up of clinics to the designated template for each clinic in coordination with the Coordinator, Patients Communication.

Utilizes equipment/supplies appropriately and efficiently.

Keeps the Coordinator and/or Manager, Patients Communication advised of quality issues/concerns that need further attention.

Participates in investigation of identified issues, concerns or suggestions regarding the team/OPS operations and activities.

Performs all duties in a professional, effective and confidential manner.

Performs all other related duties as required or assigned.